Complaint Management: Ensuring Integrity and Trust
The bso complaint management serves as a transparent and confidential point of contact for violations of professional ethical principles or quality standards. We ensure independent clarification, thereby strengthening trust in professional consulting.
Quality Assurance through Professional Clarification
Complaints management is an integral part of the bso quality system. It ensures that complaints against members, as well as the need for mediation in association activities, are examined objectively, treated fairly, and processed according to clearly defined guidelines. In doing so, we guarantee professional conflict resolution and protect the standards of our profession.
When Can a Complaint Be Lodged?
A complaint can be filed if there is a suspicion that a bso member has violated ethical guidelines, quality standards, or the association's mission statement.
The Ombudsman's Office is responsible for:
- Clients: For complaints against bso members
- Members: For mediation among colleagues
- Students: or complaints regarding bso-recognized training programs (provided internal appeal processes have been exhausted).
Complaints Procedure
The procedure is clearly structured, confidential, and fair. The goal is an objective clarification and – whenever possible – a mutually agreed-upon solution.
Process Overview:
- Submission: Written delivery of the complaint.
- Review: Clarification of jurisdiction and the facts of the case.
- Dialogue: Contacting all parties involved.
- Analysis: Review of documents and, if necessary, consultation with experts.
- Conclusion: Recommendation or formal report.
Our Procedural Guarantees
Complaint management is based on constitutional and ethical principles.
Absolute Confidentiality
for all persons involved.
Full Independence
of the reviewing Ombudsman Office.
Fairness
through the hearing of all parties involved.
Transparency
in documentation and process management.
The Ombudsman Office – Independence as a Principle
The Ombudsman Office is an autonomous service provided by bso. Its members are elected directly by the General Assembly, possess many years of professional experience, and hold no other positions within the association.
They work confidentially, impartially and as mediators between clients and association members. Their goal is objective review and the safeguarding of bso quality standards.